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| The credit union is piloting Diebold Concierge Video Services™ for improved ATM experience |
Diebold, Incorporated has partnered with a credit union to conduct member adoption testing that enhances the automated teller machine (ATM) experience by connecting users face-to-face with customer service representatives. Mountain America Credit Union, Utah's second-largest credit union and the 29th largest in the United States, is piloting Diebold Concierge Video Services™. The revolutionary service enables Mountain America members to speak directly with the credit union from the ATM to ask questions, review marketing opportunities and complete any call centre-capable transaction.
"Whether Mountain America's members have questions, need to resolve an issue or even want to respond to a marketing offer, they'll be able to speak live, via video, with a customer service representative and complete their business on the spot," said Mychal D. Kempt , Vice President, North American operations, Diebold. "This represents a whole new way of doing business at the self-service channel."
Serving more than 400,000 members, Mountain America operates 75 branches throughout Utah, Idaho, Nevada, Arizona and New Mexico. The credit union is piloting Concierge Video Services on existing drive-up Opteva ATMs at two Salt Lake City area branches.
Implemented directly into Diebold Opteva® ATMs, Diebold Concierge Video Services transforms the self-service channel with enhanced consumer service, expanded access to financial services experts and advanced targeted marketing efforts. During transactions, consumers have the option to initiate a video call to customer service representatives to complete activities not traditionally conducted at the ATM, such as account maintenance, new account setup and savings product renewals. This immediate access to support enriches consumers' ATM experiences and saves them time.
The ability to incorporate face-to-face video interactions into ATM experiences is the result of a partnership between Diebold and CO-OP Financial Services. Diebold supports member identification and video services, and CO-OP Financial Services provides network access and terminal capabilities.
"Bringing video support to the ATM offers financial institutions the ability to enhance their self-service capabilities and improve member experiences," said Stan Hollen , President/CEO, CO-OP Financial Services. "It enables greater personalised service and offers consumers a convenient way to interact in a more meaningful manner with their institutions."
Concierge Video Services also allows institutions to engage in one-to-one marketing using Diebold's Agilis® Campaign Office™ self-service marketing solution. For example, the software can notify an ATM user about promotional savings rates and offer to connect the user to a representative via video to explore options.
Mountain America's Concierge Video Services pilot follows a successful trial conducted by Missoula Federal Credit Union on walk-up ATMs. By conducting member adoption testing on drive-thru ATMs, Mountain America's trial will provide additional perspective about how to tailor video technology to the varied needs of banking consumers.
